The player from Bulgaria had experienced delays in account verification which was followed by account blocking. The casino claimed that the player held a duplicate account, which the player disputed. The player sought to withdraw $400. Upon investigation, we had received evidence from the casino that the player had indeed created multiple accounts, which was a direct violation of the casino's terms and conditions. As a result, the player's complaint had been rejected.
IceCasino - Player's account has been blocked.
Amount: $400
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Hi, I waited for more than 4 days for them to verify my account I asked them every day if it was enough and they said yes always and on the next day were asking for another document. Once I provided all the documents they blocked my account because as they say I have a duplicate account which is not true. I asked for proof that these accounts are mine but they don't want to provide. I deposited about 3 or 4 times and I think now when I won they just don't want to pay 400 miserable dollars. I will be really happy if you help me if not I will need to go to a lawyer so we can conclude this case and hope to close this casino at least for the Bulgarian community because do not want to happen this anymore to anyone else at least in my country.
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1 year ago
Dear Valentin.Borisov,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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1 year ago
Translation
Hi Veronica and thanks for your quick reply!
I am the only person who gambles in my family so it is impossible that someone else created an account. Regarding KYC, every day they required new and new documents that I sent and they approved until today they decided to block my account after I asked them to verify my account already I think it's enough credit card ID card selfie with ID card selfie with credit card Netteller account Revolut account Proof of address bank statement proof of where my income comes from
and what not other things were all provided and approved to us my account continued to be kept unverified. Regarding whether the money is from a bonus yes some of it is I deposited 15 USD they gave me 60 FS of which 60 FS I earned 2 USD after that I started mining bonuses and I rolled the nonus rollover and continued to play and mine Gates of Olympus game bonuses until I rounded up to 400 USD then the verification lag started and caused my account to be banned. I will be glad if you can help. Thank you in advance!
Automatic translation:
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1 year ago
Greetings Valentin,
We will try to help you.
Can you please let us know who the account dope**nd54@gmail.com belongs to?
Thank you for cooperation!
Regards
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1 year ago
Translation
Hello, I'm glad you contacted me, even if it was in a rather unpleasant way for you! I have no idea who this email is from as I mentioned to your support. Judging by the name of the email, I'm guessing some junkie.
Automatic translation:
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1 year ago
Dear Valentin.Borisov
Do you happen to know any "junkie" who would use your PC, your IP address, etc?
Thank you for cooperation!
Regards
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1 year ago
Translation
I work completely remote VPN is a company so my computer may not be used but the IP address is
Automatic translation:
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1 year ago
Dear IceCasino representative,
Thank you very much for getting in touch with us. Could you please forward me the evidence of the player's multiple accounts to veronika.l@casino.guru? It would be very appreciated.
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1 year ago
Dear IceCasino representative,
Thank you very much for your email.
Dear Valentin.Borisov,
we received evidence that you indeed created multiple accounts in IceCasino, which is in direct breach of the casino's Terms and Conditions. Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
